ServiceNow

The ServiceNow connector integrates with your ServiceNow instance to pull IT service management metrics related to identity and access provisioning.

Prerequisites

• A ServiceNow instance (any edition)
• A service account with read access to relevant tables

Setup

1. Create a Service Account

1. In ServiceNow, create a new user "compass_discovery"
2. Assign the following roles:
   • itil (read-only)
   • report_viewer
3. Ensure the account can read the following tables:
   • sc_request — Service requests
   • sc_req_item — Request items
   • incident — Incidents
   • task — Tasks
   • sla_inst — SLA instances

2. Add to Compass

1. Go to Settings > Connectors in Compass
2. Click Add Connector > ServiceNow
3. Enter:
   • Instance URL — Your ServiceNow URL (e.g., yourcompany.service-now.com)
   • Username — The service account username
   • Password — The service account password
4. Click Test Connection
5. Save

Metrics Collected

Troubleshooting

Missing data

Ensure the service account has access to the required tables. ServiceNow's ACL rules may restrict visibility even for accounts with itil role.

Slow data collection

Large ServiceNow instances with millions of records may take longer. Compass automatically paginates requests and respects rate limits.